Thank you for the review Glenis. As I have already pointed out, the deposit was requested following you viewing the property. The purpose of this was so we had commitment from yourself and in return we could proceed with yourself as the sole applicant. We said once the deposit was received we would cancel all future viewings and proceed with you, which we did.

As part of your application, proof of affordability was requested and following your proof of affordability (payslip) being sent to me, a guarantor was requested by the landlord in order to proceed with your application. My email to you, dated 23.07.21 at 11:44, clearly states the following (I have put in capitals the sections I am referencing):-

"I am really pleased to be able to proceed with your APPLICATION."

"Once your deposit payment is received, we will take the property off the market and cancel all other viewings and applications."

"We may ask for a GUARANTOR to be added to lease agreement. Note any nominated guarantor(s) would require to go through similar referencing."

I'm not sure how much clearer I could have been here but do let me know in an email or by phone call if you think we could make our processes any clearer at all. Always happy for feedback.